Turn Your Spa Reception from Good to Great!

spa reception

Training a spa reception team is a great idea. It’s the best favor you can do to your brand, given that the reception carries your brand image.

While there are several different forms of training you can offer these front office staff, sufficient evidence shows that outside training courses have a particularly significant impact on the team.

They come in handy particularly for your experienced reception staff. These are people who have worked in the spa to a point where they have virtually nothing more to learn within the organization.

Perhaps this paradigm will paint the picture well:

spa sales graph

Just like a product or business goes through this cycle of growth, so do your personnel. They join the workforce, learn and grow. But they eventually hit a point of relative stagnation if not exposed to the growth outside the firm.

Outside your spa, the industry always grows. You can choose to study it and grow with it or ignore the trends and be left behind. 

The only way out?

Expose your team to diversity. That’s where outside training comes in.

It gives your staff the exposure they need to learn new and innovative ways to reinvent their approaches to service delivery.

Outside training courses serve to renew your receptionists’ growth momentum to assume the (b) route in this example.

Sap sales graph 2

Three different forms of training will empower your spa reception staff and put them on a favorable growth path.

  1. Reception training courses. These are the basic. They’re aimed at building your staff’s professional image as the front desk personnel. They’ll be learning from skill-based and top industry experts. The first impression matters. And this training will equip your reception team with the skills to provide the most appropriate impression on customers.
  1. Customer service courses. You’ll help your team realize the importance of their role as customer service representatives. They get the opportunity and space to learn the nature of service that currently sells in the industry.
  1. Leadership courses. Make leaders out of your seasoned reception staff. It similarly brings back on track the senior front desk personnel who might have started to pick up bad habits.

With these courses, you’ll set standards for excellence for your spa reception and put your business on the path to success! 

To learn more about workshops in-house of coaching visit here.

Positive Changes – Effective Spa Reception Team

Building a successful spa business heavily depends on the quality of its spa reception team. As such it pays to invest in the people comprising that team.

Here are some positive changes for an effective spa reception team. Implement these to enhance service delivery through a better, happier and more capable team of receptionists.

Hire the right skillset

They say you can’t teach an old dog new tricks. Some weaknesses are inherent in the person, and if you hire a person who is lacking, say, the essential communication skills needed in a receptionist, man, you are doomed.

No amount of training might be enough for such a person. The chances are that they are better at doing something else.

Be sure to get a minimum skill set before you hire. This process can be as simple as integrating the basics such as computer typing, spelling and math tests.

Further, the person will be handling nearly all your client communications. Some of the clients will be judgmental and may readily form opinions from their first interaction on the phone. As an insurance against such eventualities, drop a mock phone call into the very first meeting with this recruit.

The secret is to be thorough and sieve your applicants to ensure you secure the top cream for your spa.

Train your recruits

Even the best staff needs on-job training. Take your reception team through orientation training. This involves communicating to them all your company policies and essential procedures immediately they are hired. They should understand the organization.

Train them about the product. Refresher courses are a perfect option here. Just be sure to have them understand every aspect of you product.

How should they handle clients? How do they communicate effectively and sales efficiently? Train them about that too. Don’t just assume they know.

All said and done, ensure you have set dates when your spa receptionists meet and review performance, eliminate mistakes and draw their plan of work.

That’s recognition at its best. It will cement their solidarity and solidify their sense of recognition.

These are feelings that motivate a worker.

These are changes that will motivate your spa receptionists. 

Learn more about how your spa receptionists are the cornerstone of your spa business here.

Staff Interactions With Your Spa Guests

spa guests

Having standards for the way your staff communicate with guests is crucial to maintaining the desired professional atmosphere for your spa. Staff interactions with your spa and salon guests are of utmost importance.

There are many communications skills and standards that should be expected in all workplaces, and then there are other more subjective standards that will depend on the atmosphere you want for your spa. 

In any spa, speaking clearly and making eye contact with guests should be a minimum standard of interaction. What is considered acceptable regarding other elements of verbal and physical interaction between staff and guests depends on the policies of the individual spa.

Staff should never be heard by a guest speaking negatively about management, guests, other staff, or the spa facility. The guest must experience only a positive attitude.

Policies should be developed for what constitutes acceptable behaviour for different categories of staff, and at different stages of the spa visit.

All Staff Members

Personal communication between staff and guests should also have standards. Do you have a list of topics that are to be avoided, such as religion or politics? The spa owner needs to decide the level of personal sharing that takes place. For example, is it alright to discuss the guest’s family or personal life only when the guest initiates the conversation? Or perhaps you let your staff use their own discretion based on the history between them and a particular guest?  Is hugging OK? How about a ‘high-five’? 

The Reception Team

Consistent in-person and phone communications standards must be established. Do you have a checklist for your reception staff? When a member of the reception team gets all the required information, it can help make the guest’s visit run more smoothly. How does your team respond if the guest does not want to share their email or credit card information? Who guides your spa or salon guest from reception to where they will receive the service? Is that the role of reception, or does the other staff member providing treatment meet them there? Making sure all staff know their role will make the spa guest’s visit run more smoothly and the experience be more enjoyable.

What does the conversation look like in the chair? Is there a set of mandatory topics such as the condition of hair and scalp, trends, and home care? Do you have guidelines for how communication takes place, for example: face to face, not in the mirror?

Estheticians, Massage therapists, and Medical therapists

Staff must know the details and standards of all services they provide in the spa, and be able to make recommendations. Does your spa have a policy in place for the pre-treatment conversation? Is your staff able to explain, in detail, the service the guest is about to receive? Do they give the guest an opportunity to ask questions? Are staff required to ‘check in’ with the spa guest during a service to ensure the guest is comfortable and that everything is satisfactory?

Assistants, Cleaners, and Other Staff

Defining the role of support staff will help them to do their job effectively, and contribute in a positive way to the guest’s experience. How much, and what type of, communication is expected between support staff and guests, and between support staff and other staff? Do you expect the cleaner to address a guest by name, or do you expect them to be ‘seen but not heard’?

Guest Retention

Do your guests leave happy and relaxed? Have you improved their mood? Brightened their day? If your spa guests experience consistent, positive treatment from your staff, you can count on them coming back.

So make sure you provide excellent services in a beautiful environment, but at the end of the day, it’s the human factor—your staff—that make the difference for your spa guests.

Need help getting results in your spa? Contact Spaformation at [email protected]